Marketing Director

Head of Digital Experience


Job Title Head of Digital Experience
Location Certsure operate hybrid working to support a positive work-life balance, which means we’re flexible as to where you’re located.
In this role, you’ll be mainly working remotely with occasional working from our Head Office in Bedfordshire as and when required. You’ll be provided with the necessary IT equipment to support remote working.
Salary Competitive salary plus excellent benefits
Hours Full Time – 35 hours per week
Contract Permanent
Vacancy Number 022/065
Closing Date 18 November 2022

About the role

We have an exciting opportunity for a Head of Digital Experience to join our Marketing team at Certsure.
In this role, you’ll be mainly working remotely with occasional working from our Head Office in Bedfordshire as and when required. You’ll be provided with the necessary IT equipment to support remote working. 
The main purpose of the role is to lead the vision and strategic development of Certsure and NICEIC’s digital customer experience. This new role will drive the online customer experience strategy and design, develop products that realise our ambition, and ensure the effective delivery of our digital presence. As guardian of our external web presence this person will promote and protect our brand, and supported by data analytics and insight, will be the ultimate voice for our customers.
The Head of Digital Experience will lead the strategic development of, and establish a clear vision for, Certsure and NICEIC’s externally facing digital estate – Certsure, NICEIC, Direct (online shop) and MyNIC (customer portal). They will drive the online customer experience strategy and design, develop products (web/apps etc) that realise that design, and ensure the effective delivery of our digital presence. Looking wider than this, they will lead the delivery of a coherent and compliant digital estate that communicates the Certsure/NICEIC story to multiple audiences.
This is an executive role, providing leadership that elicits a culture of care and high performance and works collaboratively within the operational leadership team to deliver Certsure’s strategy under the guidance of the Strategic Leadership Team (SLT).
This role will have line management and budget ownership and responsibility. The role is a senior manager and as such is part of our operational leadership team, the duties therefore extend to operational collaboration across the organisation.

About the company

Certsure offers industry-leading certification services, Building Regulations schemes, products and support to the construction industry.
We are dedicated to providing professional services and certification to a wide range of customers across the building services sector. Our products and services are delivered through the marketing-leading brand NICEIC
Quality is the foundation of everything we do and as a result, many of our products are Government-recognised and United Kingdom Accreditation Service (UKAS) approved. From the technically excellent assessors to service advisors who really “get” our customers – we are always on the lookout for talented people to join our team.

What you'll be doing

  • Leading the digital customer experience design and product ownership function: 
    • Deliver a step change in the online digital experience of customers and stakeholders of Certsure and NICEIC, maintaining the customer and channel application roadmap, prioritising development through data analysis and stakeholder engagement.  
    • Support the design and delivery of the full end to end customer lifecycle working as part of the wider team of leaders across the business to deliver our digital first strategy promoting best-practice processes and minimising complexity. 
    • Deliver new digital products and enhancements to existing products to achieve improvements in online and offline customer journeys, driving a step change in the technology and data that underpins the experience. 
    • Deliver a digital governance framework with policies and standards and culminating in a ‘design playbook’.  
    • Work with stakeholders to develop standards and practices that ensure database accuracy, integrity and cleanliness. 
    • Digital optimisation - Leading a programme of website optimisation initiatives to optimise site performance based on performance analysis, AB tests and latest competitor and industry developments. 
    • Collaborate closely with IT and Digital Transformation to ensure integration with, and optimisation, of web presence with all other systems and processes 
    • Define requirements for digital agency support and manage all relationships  
    • Define, develop and lead the Digital Experience team and oversee the spending of the team's budget 
    Lead online content strategy, development and delivery: 
    • Search engine optimisation - planning and management of SEO activity to ensure we achieve organic growth 
    • Develop and maintain a content strategy to deliver and optimise content requirements for Web, SEO and Social, aligned to campaign activity and digital optimisation requirements 
    • Work in close collaboration with the Heads of Marketing, Communications and business development to ensure delivery of targets and consistency of approach in all campaign and sales. 
    As a member of the operational leadership team, you will promote the success of CLLP and its members by:
    • Delivering the tactical implementation of CLLP strategy, communicating our vision and purpose in a compelling manner, championing our principles of Technical Integrity, Customer Centricity, Simplification, Digital First and Collaboration, ensuring that the company is an agile and resilient operation, and that it achieves its short- and long-term objectives. 
    • Providing clear and compelling leadership and management, creating a culture of care and high performance in teams, and ensuring that individuals are engaged, aligned, motivated and competent to carry out their responsibilities, and that there is sufficient capacity to deliver objectives.
    • Monitoring the market and operation to identify, analyse and interpret both opportunities and risks that might impact the strategy or operational activities, recommending responses and mitigations to the SLT in well-constructed business cases.
    • Implementing and championing polices, rules and procedures to ensure that good governance is applied to all activities, protecting the safety, health and wellbeing of colleagues, ensuring legal and regulatory compliance, and the prudent use of CLLP’s financial and non-financial assets.
    • Developing and controlling operational budgets to deliver strategic and operational objectives within agreed financial parameters, ensuring variances are adequately explaining and highlighted within the forecasting process.
    • Evaluating and reporting operational performance by gathering, analysing and interpreting financial and non-financial data and metrics.
    • Identifying opportunities to improve our ways of working, and leading or supporting the change management process as agreed.
    • Managing contracts and relations with customers, vendors, partners and other stakeholders
    • Deputising for the Marketing Director, and undertaking any other reasonable duties, as required.

What we are looking for

  • ·         Educated to BS or Master’s degree level preferred in Business Information Systems, Computer Science or equivalent experience, with a demonstrable commitment to Continuous Professional Development and full membership of a relevant professional body.
    ·         Financial Management.
    ·         Strategic development and planning with strong strategic and big picture thinking. 
    ·         Outstanding leadership and change experience, with demonstrable leadership skills and prior experience within a complex, multi-vendor and leading-edge environment.
    ·         Strong communications and influencing skills at all levels.
    ·         Strong understanding of all aspects of content deployment. 
    ·         Specialist skills in cross channel content and experience delivery. 
    ·         Understanding of data quality and data capture.
    ·         Experience and evidence of planning, developing, managing and delivering large scale digital programmes. 
    ·         Deep experience of working cross-functionally with a wide range of departments, including sales, support, marketing, operations and R&D.
    ·         Experience of working extensively with Salesforce and Kentico. 
    ·         Strong project management background, with prior ground up construction of customer facing applications.
    ·         Experience using the Agile software development methodologies and tools like Jira or Azure Dev Ops.
    ·         Broad experience with cloud-based architecture and applications that support a persona-based approach to content presentation.
    ·         Self-motivated. 
    ·         Experience working with and managing 3rd party consulting organizations.
    ·         Excellent business acumen.
    ·         Experience of managing sizeable budgets.
    ·         Ability to inspire and engage people, maximising their enthusiasm, commitment and ability to deliver business performance.
    ·         Ability to work collaboratively across all areas of the business.
    ·         Ability to deliver and encourage a high-performance culture.
    Ability to coach and mentor people, helping them to become the best that they can be.

What we offer you

  • ·         25 days annual leave (pro rata for part time)
    ·         Up to 3 flexi-days each year (pro rata for part time)
    ·         Special domestic leave of up to 5 days each year (pro rata for part time)
    ·         Learning and development opportunities
    ·         Pension scheme
    ·         Life Assurance
    ·         Private healthcare
    ·         Employee Discount platform
    ·         Loyalty days
    ·         Loyalty awards
    ·         Employee Recognition
    ·         Refer-a-friend scheme
    ·         Free eye tests
  • Bike loan scheme